Setting Up Oracle Service Command Center

This chapter covers the following topics:

Service Command Center Product Configuration

Setting Up Service Command Center

The Service Command Center product configuration setup must be completed after the installation and common configurations are completed as described in My Oracle Support Knowledge Document 2495053.1, Installing Oracle Enterprise Command Center Framework, 12.2.

Setup and Configuration Steps

To complete setup of the Oracle Service Command Center, you must complete the following steps:

Setting Profile Options for Service Command Center

Set the following Field Service profile options to specify how the Service Command Center controls access to and processes data:

Profile Option Name Description Default Value
Service: Command Center - Load service requests updated within last 'n' days. The ECC data load program loads all service requests, associated tasks, and charges that were updated within the last 'n' days as defined by this profile. 90
Service: Jeopardy - Reaction Date Buffer (in Days) This profile defines the threshold for at risk service requests or tasks. If the service request Respond By Date falls within the threshold set, then the status of the service request is considered At Risk. Null
Service: Jeopardy: Resolution Date Buffer (in Days) This profile defines the threshold for at risk service requests or tasks. If the service request Expected Resolution Date falls within the threshold set, then the status of the service request is considered At Risk. Null

Configuring Descriptive Flexfields for Search

Enterprise command centers support searching on descriptive flexfields (DFFs) attributes. After you configure DFFs you must run the data load process to make the DFF attributes available in the command center.

For additional information about configuring and customizing flexfields, see the Oracle E-Business Suite Flexfields Guide and My Oracle Support Knowledge Document 2495053.1, Installing Oracle Enterprise Command Center Framework, Release 12.2.

Dashboard Data Set DFF Title DFF Name DFF Attribute Group Name
Agent and Manager cs-service Additional Information for Agents CS_INCIDENTS_ALL_B Additional Information for Agents
Agent and Manager cs-service Additional Information CS_INCIDENTS_ALL_B_EXT Additional Information
Agent and Manager cs-service Tasks Additional Information JTF_TASKS_B Tasks Additional Information
Agent and Manager cs-tasks Tasks Additional Information JTF_TASKS_B Tasks Additional Information
Charges cs-charges Estimate Details Additional Information CS_ESTIMATE_DETAILS Estimate Details Additional Information

Loading Service Data

To load Oracle E-Business Suite data into the Service Command Center, run the concurrent program Service Command Center Data Load. You can find this concurrent program under Submit Requests in the Service responsibility.

Before you load data from Oracle E-Business Suite into Service Command Center, ensure that your EBS data is accurate and current by running any concurrent programs that impact attributes used in the command center.

Run the concurrent program from the Submit Request window.

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To load Service data

  1. In the Name field, enter Service Command Center Data Load.

  2. Select the appropriate load type:

    • Full Load: Loads all service request data, associated tasks data, and debriefs and charges data, and is required to be run for the first data load. If you select and run full load for subsequent requests, then this program clears all service data from ECC and loads fresh data.

    • Incremental Load: Loads the data modified and updated from the previous load only. Incremental load should be scheduled to run as often as required to keep the ECC dashboard current.

  3. Enter one or more language codes in the Languages field for the output. For multiple language codes, use the format AA,BB,NN. For example, enter US,AR,KO. If the field is blank, then the data will be loaded for the base language only (usually US).

  4. Select the Log Level that you want the program to report. The default value is Error.

  5. Select True to enable SQL trace. Otherwise, select False.

  6. Submit the concurrent request.

  7. Review your request using the Requests page.

  8. Monitor data loading using the Data Load Tracking page of the ECC Developer responsibility.

To review request details

  1. From the menu, click Requests. The Find Requests window appears.

  2. Highlight the All My Requests radio button and click Find. The Requests window appears and displays all of your requests.

  3. In the Requests window, select the row that contains your request and then click View Details. The Request Detail window appears and displays the ECC- Run Data Load information.

  4. Click OK to exit and close the window.